Article : UI Actions Issue: Duplicate Action Names Causing Unexpected Behavior

[saichary]

Overview

In ServiceNow, UI Actions (buttons, links, context menu items) are commonly used to trigger client-side and server-side logic. However, a subtle but critical issue can arise when multiple UI Actions share the same Action name, even if they are configured for different tables or purposes.

This article explains why duplicate Action names can cause UI Actions to not work as expected, especially when clicking a button triggers the wrong client or server functionality.

The Problem

When two or more UI Actions have the same “Action name”, ServiceNow may:

• Execute the wrong client-side function

• Call an unexpected server-side script

• Ignore the intended UI Action entirely

• Behave inconsistently across forms, lists, or UI contexts

This typically happens when:

• One UI Action uses one kind scripting , Another UI Action uses another scripting and Both share the same Action name, but perform different logic.

Why This Happens

ServiceNow internally relies on the Action name as a key identifier when processing UI Actions. If duplicates exist:

• The platform may bind the button click to the first matching Action name

• One kind of script functions may override or conflict with another - side execution

• The execution order becomes unpredictable, especially in complex forms or customizations

This behavior is not always obvious and can be difficult to debug.

Example Scenario

UI Action Action Name Type Functionality

Close Incident	close_record	Client	Performs validation and shows a confirmation
Close	close_record	Server	Updates state and writes audit logs

Result:
Clicking the button may:

• Skip validation

• Call the wrong logic

• Execute only part of the intended functionality

Best Practices to Avoid This Issue

✅ Always use unique Action names
Ensure each UI Action has a distinct Action name, even if the label appears the same to users.

✅ Use clear naming conventions
Examples:

• close_record_client

• close_record_server

• approve_request_form

• approve_request_list

✅ Avoid reusing Action names across tables
Even if UI Actions are on different tables, duplicates can still cause conflicts.

[Matthew_13]

Great share @saichary !

Good overview and very clear and a helpful callout. Duplicate Action names are an easy thing to overlook, and the way you explained the symptoms, root cause, and best practices will definitely save others a lot of troubleshooting time.

Appreciate you taking the time to document and share this my Friend!

[nayanmule]

@saichary  , This is quite a helpful article. I had faced such issues earlier while dealing with UI actions. 

It's always to better to have unique backend names not just for UI actions but for anything we configure in ServiceNow.

Thanks for calling out this issue. This is definitely a good read.

Regards,

Nayan